Summary
Knowledge discovery connects governed content with service work. In this module, you configured the search, experience, provider, and analytics layers that determine which knowledge representatives can find and how quickly they can evaluate it.
You learned how to:
- Configure term-matching logic, suggest-as-you-type, recently viewed articles, filters, defaults, and representative personalization.
- Prepare Dataverse search and Quick Find settings that control searchable fields, displayed fields, and filter conditions.
- Enable knowledge for record types and configure automatic search, article actions, and experience-profile access in Copilot Service workspace.
- Select external or integrated providers according to source type, data movement, access, security, and operating responsibilities.
- Configure integrated-provider authentication, schema mapping, refresh schedules, trial ingestion, activation, and provider filters.
- Use article, search-term, and provider-ingestion insights to identify content gaps, configuration issues, access problems, and delivery failures.
These controls help representatives receive relevant, authorized results from internal and external sources without losing source ownership or operational accountability. The next module focuses on how representatives evaluate, apply, share, and improve knowledge while resolving customer issues.
For more information, see Configure knowledge management, Manage integrated search providers, and Manage knowledge analytics.